In the eyes of consumers, offering strong customer service is one of the top traits that make a brand best-in-class on social media. However, a report [download page] from Sprout Social shows that fewer marketers view customer service as important in their quest to be...
Customer experiences and customer relationships are top priorities for CEOs over the next few years, but CMOs are not seen as being crucial to these priorities, according to a recent study [download page] by IBM. In the survey of 3,000 CEOs across 50 countries and 26...
The proportion of businesses measuring customer effort as a marker of customer service effectiveness increased in 2020 from the previous year, climbing from 25% to 29%, according to a new report [download page] from The Northridge Group. However, the survey of 250 US...
Artificial intelligence (AI) capabilities appear to be in higher demand because of the pandemic, with a report [download page] from Bluewolf (an IBM Company) finding that about two-thirds (65%) of marketers using Salesforce cite increased demand for AI capabilities...
Just 1 in 8 customers would recommend a company after they experienced very poor customer experience according to recent data [download page] from XM institute. Here’s a look at what else the report uncovered on the ROI of customer experience when it comes to consumer...
A majority (55%) of smartphone owners around the world are open to some form of chatbot communication with businesses, though the largest share would still prefer to make a phone call, according to a recent report [download page] from Mobile Ecosystem Forum (MEF)....
More than 8 in 10 (85%) consumers share their opinion with brands by taking surveys, making this the most popular method of giving feedback. A recent report [download page] from DISQO shares this and other insights into how and why consumers choose to make their voice...
Amazon leads the way among online retail channels in consumers’ views of delivery speed, delivery price, product reviews and more, but it falls behind as a shopping destination in some sectors, according to a recent report [download page] from Wunderman Thompson...
Marketers and advertisers have been exploring how artificial intelligence (AI) can streamline and improve processes such as collecting and analyzing customer data and creating and placing advertisements. But how is the use of AI affecting consumers? A recent survey of...
Only 5% of retail marketers are satisfied with the level of depth and granularity of the customer insight and understanding available across their organization, while 57% say they are only satisfied sometimes and that the depth, quality and consistency of data can be...
A little more than half (52%) of large B2B organizations in North America and Europe report that delivering excellent customer experience is one of the top business challenges they are currently facing. And, according to a new B2B International study reported by...
Americans spend more on food out of the home than in it - and deals and discounts could spur that trend even further. Indeed, more than three-quarters (77%) of Americans say that a deal or discount would make them more likely to dine out instead of eating at home. And...
Navigating algorithm updates, platform changes, and new technology appear to be concerns for local marketers this...
More Americans are “stacking” subscription video-on-demand services (SVOD). While 84% of internet users have access to...
Baby Boomers still hold a significant portion of purchase power in the US. Approximately 1 in 6 Americans is...
With a majority of consumers saying they are happy to try new brands and products at least some of the time, the...
Marketers in both B2B and B2C sectors view optimizing customer experience as one of the biggest opportunities for this...
The majority of customers are still communicating with organizations primarily through the use of email and telephone....